Digikart Help · 10 min
The obstacle is not the tool, it is the sentence at the counter. The exact words to say, where to put the sign, what to do at peak times and when someone says no.
The right moment is neither when ordering nor after handing back the change. It is while the card terminal is working, or while you are wrapping the purchase. The customer has their hands free and their phone is often already out. You do not lengthen the queue: you speak during dead time that existed anyway.
“Do you have our loyalty card? It's in your phone, you scan the QR right there.” Nothing more. No “digitised loyalty programme”, no explanation of the stamp system. Two pieces of information are enough: it exists, and the QR is within reach. Say exactly the same sentence to every customer. After a day it comes out on its own and no longer takes any effort.
While you say the sentence, put your finger on the sign. The customer follows your hand and opens their camera. They have no app to install: the card is added to Apple Wallet or Google Wallet, and a web card takes over if their phone does not support wallets. Then do not stand there watching. Carry on taking payment, they finish on their own.
A waiting customer always looks at the same place: the card terminal, or your hands. Put the A5 sign there, an arm's length from them. Not behind you, not to the side, not at the entrance. If they have to turn their head or lean over, they give up. A sign standing in a menu holder holds up better than a taped sheet that curls after a week.
When there are six people behind, do not start the conversation. Keep a short version: “The loyalty card is the QR right there.” You plant the idea, the customer scans while waiting for their order or on the way out, and the queue moves on. Go back to the full sentence as soon as the pace drops. A glance at the queue is enough to choose the version.
On the next visit, you are the one who scans the QR on their card. Open the scan screen when you see them come in, not when they are standing in front of you. The gesture then takes as long as it takes them to put their change away. A phone on a stand next to the till, with the scanner already open, turns it into a reflex. On a tablet or counter computer with a camera, scanning also works from the browser, which asks you for permission to access the camera. With no camera, the “Scan a customer manually” button on the Home screen credits the visit from your customer list.
Three things, not one more. One: the sentence, written word for word on a piece of paper stuck under the counter. Two: where the little poster is and how to open the scanner. Three: a dry run on your own phone, so they have scanned once before doing it in front of a customer. On the Pro plan, create an employee account for them: it gives access to scanning, not to your settings or your figures. On the other plans, it is your own session that stays open on the counter phone.
A refusal is handled in one sentence, never two. “I don't have room on my phone”: “It goes in Wallet, there's nothing to install.” “I don't come often enough”: “That's the point, the count never gets wiped, it waits for you.” “I don't want advertising”: “You can turn off the card's notifications in your phone settings, or delete it, whenever you like.” If no stays no, you smile and move on to the next customer. Pushing a second time costs you more than the card brings in.
On your dashboard, the number of signed-up customers tells you whether the sentence is working. If it barely moves, it is almost never the poster: it is that people forget to offer the card as soon as the counter gets busy. Over a single day, count how many times you actually said it. That is the number to watch at the start, before all the others.
The day your sentence no longer takes any effort, stop tweaking it: an imperfect line said to every customer signs up more people than a perfect one said one time in three.
Loyalty card in Apple Wallet and Google Wallet, unlimited customers, no bank card, ready in 15 minutes.